Return and Refund Policy

This Return and Refund Policy applies to products purchased from VELO Saddles Europe, an independent authorized online retail store operated by MAZHOU LIMITED.

Order Cancellation

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@velosaddleseu.com.

If the order has already been dispatched, it can no longer be cancelled before delivery. However, eligible consumers may exercise their right of withdrawal as described below.

Right of Withdrawal and Returns

Consumers may withdraw from an eligible online purchase without giving a reason by notifying us within 14 days from the day on which they, or a third party designated by them, receive the product.

To exercise your right of withdrawal, please contact support@velosaddleseu.com with your order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the product without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.

Products may be inspected only to the extent reasonably necessary to establish their nature, characteristics and proper functioning. The customer may be responsible for any reduction in value resulting from handling beyond what is necessary for this purpose.

Where reasonably possible, products should be returned clean and with their original packaging, accessories and proof of purchase.

Exceptions

The statutory right of withdrawal does not apply to goods made to the customer’s specifications or goods that are clearly personalised, except where applicable law provides otherwise.

This exception does not affect your rights if a personalised or made-to-order product is defective, damaged or not as ordered.

Return Shipping Costs

For returns made under the 14-day right of withdrawal because the customer has changed their mind, the customer is responsible for the direct cost of returning the product.

If the product received is damaged, defective or incorrect due to an error for which MAZHOU LIMITED is responsible, MAZHOU LIMITED will bear the reasonable return shipping costs.

No restocking fee will be charged for eligible returns.

Refunds

Once the returned product has been received and inspected, we will notify you by email.

For a valid exercise of the statutory right of withdrawal, MAZHOU LIMITED will reimburse the payments received from you, including the cost of the least expensive standard delivery method offered at the time of purchase. Additional delivery costs resulting from your choice of a more expensive delivery method are not refundable.

The refund will be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the returned product or until you provide evidence that the product has been sent back, whichever occurs first.

Refunds will be issued to the original payment method unless otherwise expressly agreed. The time required for the refund to appear in your account may depend on your bank or payment provider.

Late or Missing Refunds

If you have not received an approved refund, please first check your bank account and contact your bank or payment provider, as additional processing time may apply.

If you have completed these steps and still have not received your refund, please contact us at support@velosaddleseu.com.

Return Address

Before returning a product, please contact our customer service team at support@velosaddleseu.com to receive the correct return instructions. Contacting us in advance helps ensure that the return is sent to the correct location and processed promptly; it does not limit your applicable statutory consumer rights.

Products returned to our Italian returns-processing centre should be sent to:

Stella L&S SAS
Via Fornace Vecchia 66
17043 Carcare (SV)
Savona, Italy

Stella L&S SAS acts solely as a returns-processing and logistics service provider. The seller remains MAZHOU LIMITED, which is responsible for return processing, refunds, customer service and applicable statutory consumer rights.

Returns sent without first requesting the correct instructions may experience processing delays.